Computer User Support textbook companion website
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Computer User Support 6e Chapter 2 Web Links
  Please report broken links on Contact the Author page Type of document Link Status
Page Resource Link to URL
57 Article on importance of customer retention HTML Alternate
57 Article on reasons for poor customer service HTML  
58 Small Business Canada's customer service guide HTML  
58 Video tutorial on customer service skills VIDEO Alternate
60 Paper on purposes of listening HTML Alternate
61 Article on becoming a better listener HTML Alternate
61 Guide to developing better listening skills HTML  
63 Article on empathy and trust HTML  
63 Introduction to empathy PDF  
65 FAQ for Microsoft PowerPoint HTML  
67 Improving nonverbal behaviors in communication HTML Alternate
68 Jeff Davis on communication skills for user support HTML Updated
68 MindTools on improving communication and listening skills HTML  
68 Online courses in communication and listening skills HTML Updated
68 Free online preview of active listening skills course HTML Alternate
72 Telephone Ready Reference page PDF  
75 User support forum HTML  
77 Cisco network support website HTML  
82 Usability First website HTML  
83 Handling irate customers on the phone HTML  
83 Jeff Dray article on abusive users HTML  
83 Lisa DiCarlo article on difficult users HTML Updated
86 MindTools on methods to resolve conflicts HTML  
86 Conflict Resolution in Project Management HTML  
87 Thumbnail sketch of MBTI personality types HTML  
87 Team Technology website HTML  
87 Quick, online version of personality profile similar to MBTI HTML  
89 Dale Carnegie tips for outstanding customer service PDF Updated
89 Perspectives on changing nature of customer service HTML Alternate
96 University of Texas Austin help desk mission statement HTML Alternate
96 Active listening skills exercises HTML Alternate
97 Article about improving customer service HTML  
97 Article on characteristics of help desk workers HTML Alternate
97 Online quiz on communication skills HTML  
97 Article on effective website design HTML Alternate
97 Customer service crossword puzzle HTML  
98 Video of support call VIDEO  
98 Article on personality types HTML  
98 Wisconsin Eight-step conflict resolution procedure HTML Updated
99 Wisconsin Outcomes Identification Exercise HTML Deleted
99 Exercise to improve active listening skills PDF  
99 MindTools quiz to evaluate communication skills HTML  
99 More MindTools articles on communication skills HTML  
99 Infographic on different kinds of users HTML  
100 Video of early help desk incident VIDEO  
100 Keirsey Temperament Sorter II HTML Updated
100 HumanMetrics website HTML  
101 Apple support website HTML  
101 Dell support website HTML  
101 Gateway support website HTML Deleted
101 Hewlett-Packard support website HTML  
101 Lenovo support website HTML Updated
101 Toshiba support website HTML Updated
102 Downloadable malware program (freeware) HTML  
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